7 Cs 0F Communication
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7.
COMPLETENESS
CONCISENESS
CONSIDERATION
CLARITY
CONCRETENESS
COURTESY
CORRECTNESS
COMPLETENESS
• Contains all facts the reader or listener needs
for the reaction you desire.
• For completeness
 Provide all necessary information
 Answer all questions asked
 Give something extra when desirable (use judgment)
 Check for five Ws & one H
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Who
What
When
Where
Why
How
Exercise-1
• You are the president of an industry association
and have received the following inquiry from an
out of town member:
“I think I would like to attend my first meeting of
the association, even though I am not
acquainted with your city. Will you please tell
me where the next meeting is being held?”
• How would you reply to this letter keeping in
mind Completeness of the message?
CONCISENESS
1. Eliminate wordy expressions
2. Include only relevant statements
– be focused
– Shorten & avoid long explanations
– avoid gushing politeness
3. Avoid unnecessary repetitions
– use short forms the second time
– use pronouns
Eliminate Wordy Expressions
• Use single words in place of phrases.
• Use simple, one syllable words.
 Wordy: at this time
Concise: now
 Wordy: Due to the fact that
Concise: because
Exercise
• Eliminate wordiness.
Due to the fact that
Employed the use of
Basic fundamentals
Completely eliminate
Alternative choices
Actual experience
Connected together
Final result
Prove conclusively
In as few words as possible
Include Only Relevant Material
Wordy: We hereby wish to let you know that our
company is pleased with the confidence you have
respond in us.
Concise: We appreciate your confidence.
• Find single word substitutes for the phrases.
 With regard to
 Despite the fact that
 At the present
 Is of opinion that
 In the first place
 At a rapid rate
about
although
now
thinks
first
fast
Exercise
• Rewrite the following by omitting articles, trite
(worn out) expressions, wordy sentences and
repetitions:
At this time I am writing to you to enclose the
post paid appointment for the purpose of
arranging a convenient time when we might gettogether for a personal interview.
CONSIDERATION
• Prepare every message with the receivers in
mind
• Try to put yourself in their place.
• Do not lose your temper
• Do not accuse and charge without facts.
• Thoughtful consideration or “you-attitude”.
Be Considerate
• Focus on YOU instead of I & WE
• Show reader benefit & interest
– meet recipient's needs
– address their concerns, or
– offer them rewards
• Emphasize on positive & pleasant
• Apply integrity & ethics
Exercise
• Write with a ‘you ‘ attitude.
I want to send my congratulations for -(Congratulations to you….)
We will ship soon the goods of your orderWe pay eight percent interest on -----
• Avoid negative – unpleasant words.
It is impossible to open an account for you today.
When you travel on company expense, you will not
receive approval for first class fare.
• Show reader’s benefit
Because we have not written to you in sometime ,
please help us bring our record by filling and returning
the other half of the card.
CLARITY
• Getting the meaning from your head to the
head of your reader accurately.
I. Choose precise, concrete & familiar words
 Use familiar, short words.
 Use synonyms of Latin terms.
 Be observant when using technical terms.
 Use e mail acronyms carefully.
Use simple words
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Subsequent
Accede
Endeavour
Supersede
Disclose
later
agree
try
replace
show
II. Construct effective sentences & paragraphs.
 Length (17-20 words)
 Unity (one main idea)
 Coherence (correct arrangement)
His report was about managers, broken down by age &
gender.
Better: His report about managers focused on …
 Emphasis (main idea up front, use visual innovation)
The airplane finally approached the speed of sound, and it
became very difficult to control.
Better: As it finally approached the speed of sound, the
airplane became very difficult to control.
Exercise
• Candidates should be motivated and have interest in
static & dynamic testing of material & have those
prerequisites and others. (rewrite for better
emphasis)
• After our perusal of pertinent data, the conclusion is
that a lucrative market exists for the subject
property. (unfamiliar)
• Being an excellent lawyer, I am sure you can help us.
(make it clear)
CONCRETENESS
• Be specific, definite, and vivid.
• Do not be vague and general.
• Use donatives (direct, explicit, often dictionary
based) rather than connotative words (ideas
or notions suggested by or associated with a
word or phrase)
How to Apply Concreteness
• Use specific facts and figures
• Put action into words
• Choose vivid image building words by
comparison & figurative language
• Use more adjectives and adverbs
• Use Specific Facts & Figures
Use exact, precise statement or a figure in
place of a general word.
Some exceptions
 When specific figures or facts are not present.
 When you wish to be diplomatic (considerate).
 When exact figures are unimportant.
• Put Action into Words
 Use the Active Voice
 Put Action in your Verbs rather than in nouns &
infinitives
Use the Active voice
 Subject performs the action (gives life)
 Active verb makes your sentence more
i. Specific (dean decided v/s a decision is made)
ii. Personal (you will note v/s it will be noted)
iii. Concise (figure shows v/s it is shown by figures)
iv. Emphatic (the students held a contest v/s a contest
was …)
Prefer Passive Voice
• To avoid personal, blunt accusations or
comments
The October check was not included v/s you failed to
include
• When you want to stress the object of the
action.
You are invited v/s we invite you.
• When the doer isn’t important in the
sentence.
Three announcements were made before the meeting
started.
 Put Action in Verbs, not in Nouns
Seven deadly verbs- be, give, have, hold, make,
put & take.
Action hiding in a Quiet nounAction in verbs
Collection collect, held the meeting met
Put Action in Verbs, not in Infinitives
To check check, to keep keep
• Choose Vivid, Image-Building Words
Use sensory appeal, comparisons, figurative
language, concrete nouns & well chosen
adjectives
Use fewer description
• Sensory Appeal
Concrete language often evokes sensory
response.
• Comparison
Make an unclear idea clear or vivid.
• Figurative Language
Use figures of speech sparingly.
Exercise for Concreteness
• Student scores are higher. (use figures)
• The tests were administered by the professor.
(use active voice)
• Professor H. will give consideration to the
report. (put action in verbs, not in noun)
• This is a long letter. (use comparison)
COURTESY
• Be aware of perspective & feelings of
audience.
• Politeness out of respect & concern (please/
thank you)
• Generate courteous tone
 Be sincere, tactful, thoughtful and appreciative
 Use expressions that show respect
 Omit expressions that hurt , irritate, or insult
 Choose nondiscriminatory expressions
Be sincere, tactful, thoughtful and appreciative
 Letter requires more niceties than e mail.
Stupid letter; I can’t understand any of it.
It’s my understanding …
 Cordial messages build goodwill.
 Use expressions that show respect.
I do not agree with you
Obviously you overlooked
Your failure to
Your stubborn silence
 Omit Questionable humor
Hey man, what’s this I heard about the good news? You
didn’t tell any of us about it. Give my regards to the little
lady and wish her the best; she’ll need it.
Choose nondiscriminatory expressions
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Gender language
“Man” words
Avoid ‘he, his, him’ for hypothetical person
Use names treating each gender with respect,
in parallel form
Ted Aprill & Ruth Ted & Ruth Aprill
• Use of miss, Mrs. or Ms.
Sexist Terms: “Man” words
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Freshman New student, Entering student
Manpower Workers, Employees
Man-made Constructed, Manufactured, Built
Chairman Chairperson, Chair
Singular pronouns
• Anyone who comes to the class late will get his
grade reduced.
• Each manager has an assigned parking place. He
should park his car……….
Exercise for Courtesy
• Your letter is not clear at all.
• Obviously, if you would read your policy
carefully you will be able to answer these
questions yourself. (Avoid Blunt Language)
• The best man for the job
• Salesman (avoid gender language)
Activity
• Bring courtesy in the following text:
Hey man, what’s this I hear about the good
news? You sure pulled a fast one this past
weekend-and then didn’t tell any of us about
it.
Give my regards to the little lady. And wish her
the best; she’ll need it.
More courteous
Warm congratulations on your wedding!
Well, you certainly took us by surprise. In fact,
just a few of us even suspected you were
taking off to get married. But even though we
did not hear about it, we wish you the best.
Give our warm regards to your new partner.
CORRECTNESS
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Proper grammar, punctuation, & spellings
Use the right level of language
Check accuracy of facts, figures and words
Maintain acceptable writing mechanics
Use the Right Level of Language
• Three levels of language
i. Formal (scholarly writing)
ii. Informal (business writing)
iii. Substandard
Formal
 Unconversational
 Impersonal
 Long sentences
Informal
 Conversational
 Well known
 Short
Formal and Less Formal Language
• Formal informal
Participate join
Endeavour try
Deem think
Utilize use
Interrogate question
Avoid substandard language
 Incorrect words, grammar
 Faulty pronunciation
Aim at proving aim to prove
Can’t hardly can hardly
Maintain Acceptable Writing Mechanics
• Appearance of business letter
Check Accuracy of Figures, Facts, and
Words
• Verify your statistical data
• Double-check your totals
• Have someone else read your message if the
topic involves data
• Determine whether a fact has changed over time
Few tips for effective verbal messages
• Be direct
• Consider your audience
• Be clear
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Watch your non-verbal signals
Pay attention to the receivers
Repeat when needed
Communicate bit by bit
Use varying techniques